Encourage users to fill out their security question to lessen the number of “Forgot Password” calls to customer service.
Problem: Setting a security question was not mandatory and buried in the Settings. But if a user forgot their password, their security answer was needed which put them in an endless loop resulting in calling customer care.
Solution: User is prompted to set their security question a certain number of times. The user can skip this step but eventually, it will become mandatory.
App flow I created and the visuals done by graphic designer that was based on my wireframes: